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Technical Support Specialist
2 months ago
KJ Consulting is looking for a dedicated IT Support Technician II to provide exceptional technical assistance for computer systems. In this role, you will handle Level II technical inquiries and deliver knowledgeable solutions. The ideal candidate will have strong technical skills and excel in communication, ensuring a thorough understanding of issues and clear explanations of resolutions. A customer-focused mindset and the ability to remain patient in challenging situations are essential.
KEY RESPONSIBILITIES:
- Act as the primary contact for clients seeking technical support via phone, email, or ticketing system, and prioritize issues as necessary.
- Diagnose and resolve Tier 2 hardware and software issues promptly, ensuring complete client satisfaction.
- Manage the onboarding and offboarding processes for employees across the client base.
- Identify recurring problems and create solutions, including impact assessments.
- Resolve issues remotely using the company's RMM tool.
- Document solutions and processes for resolution in the ticketing system.
ESSENTIAL QUALIFICATIONS:
- Minimum of 3 years of experience in a Service Desk or Help Desk support role.
- CompTIA A+ certification or equivalent, with a commitment to ongoing learning.
- Experience with enterprise email solutions such as Office 365, G-Suite, and Exchange, along with the ability to configure them on mobile devices.
- Proficient in diagnosing and resolving various workstation issues.
- Strong communication skills and the ability to document interactions thoroughly.
- Customer-oriented with the capacity to work effectively under pressure.
- Install, configure, and troubleshoot PC, MAC, and mobile device hardware and operating system issues.
- Ability to troubleshoot and deploy enterprise printers, including multifunction devices.
- Solid understanding of Microsoft Server, Active Directory, Networking, and Infrastructure for addressing intermediate-level issues.
- Additional responsibilities as assigned.
